Job Summary: We are seeking a proactive and organized professional to provide technical support and assistance to users, ensuring timely resolution of IT requests and incidents with a strong focus on quality. Key Highlights: 1. Focus on problem resolution and high-quality user support 2. Technical support for infrastructure, systems, and hardware 3. An environment conducive to learning and professional growth We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions specialists and innovation enthusiasts! * **To infinity and beyond** \- We are *\#borderless*. Our team is distributed across Brazil and around the world. * **Our culture** \- Though remote, we stay connected. We hold regular ceremonies to foster closeness, share knowledge, and stay updated on company news! * **We embrace diversity** \- One of our commitments is to build a company that is increasingly diverse, inclusive, and respectful—valuing and promoting plurality. Therefore, **there is space here for everyone**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What we’re looking for:** * We seek an organized, proactive, and attentive individual who works well in teams and focuses on problem resolution while ensuring high-quality user support. **Your day-to-day responsibilities will include:** * Responding to user requests and incidents, resolving them according to technical procedures and agreed-upon service level agreements (SLAs). * Providing technical support to clients, resolving low- to medium-complexity incidents. * Supporting end users by addressing questions related to technical support, infrastructure, and systems. * Managing equipment inventory. * Investigating, diagnosing, and testing solutions before responding to requesters. * Collaborating with other support tiers to properly identify and resolve issues. * Creating, updating, and maintaining technical procedures and knowledge base articles. * Interacting with clients at various organizational levels. **Requirements and Qualifications** **Requirements and Qualifications:** * Experience with **POS (Point-of-Sale) support (installation and maintenance) / Front-End Cashier systems**. **(Mandatory)** * Knowledge of Active Directory, DNS, DHCP, File Server, and Print Server. * Experience with Google Workspace (Gmail, Drive, etc.). * Experience supporting end users and configuring desktops, notebooks, and tablets. * Knowledge of hardware, software, and peripherals (e.g., printers). * Knowledge of network infrastructure, routers, and switches. * Experience operating within ITSM environments with defined SLAs. * Experience with remote support tools (AnyDesk, TeamViewer, or similar). * Experience working in metric-driven support centers, including metrics such as SLA, SLO, FCR, TMA, TME, abandonment rate, and user satisfaction. * Ability to work effectively in a team. * Strong verbal and written communication skills. * Flexible, proactive, agile, and organized mindset. * Commitment to results and quality of service. **Preferred Qualifications:** * Bachelor’s degree completed or in progress in Information Technology or related fields. * Experience with ServiceNow (ITSM). * Experience in commercial or wholesale distribution environments. **Work Schedule:** * Store: Monday to Friday, 7:00 AM to 3:00 PM; Saturdays, 7:00 AM to 12:00 PM in Piracicaba - SP. * Work model: 100% on-site**** **NOTE:** Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully review your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * An environment conducive to **learning** and **professional growth** * **Performance evaluations** and **feedback sessions**, aimed at continuous development of our people * **Meal and/or food allowance**, for grocery shopping and meals * **Medical and dental insurance**, ensuring health care for you and your family * **Pharmacy partnership**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym membership partnership**, encouraging physical activity * **SESC partnership**, providing diverse cultural and leisure activities * **Partnerships for education**, covering language learning, technology training, and online course platforms * **Payroll-deductible loans**, with attractive interest rates, plus financial education programs * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, why not grab your favorite beverage—coffee, tea, juice, or anything else—and learn more about us, get inspired, explore our open positions, and become part of this ever-growing team?
João Silva
Indeed · HR
João Silva
Indeed · HR
